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EngageNext

A Check-In Experience at Dealership Service Lane

EngageNext Preview
Overview

Project Information

A re-design project for an entire enterprise-level tablet check-in App

Timeline

1.3 Years

(March 2018 - June 2019)

My Role

Lead Product Designer

Every step from product research to visual design

Team: 2 UX Designers, 1 PM, 30 ENG

Problem

What is the problem?

  - Redesign the check-in experience

Product Focus

The check-in experience at car dealership service lane between service advisors and vehicle owners

Target Users

  • Service Advisors

  • Vehicle Owners (when sharing the tablet)

User Journey

P-EN_S2-Product Flow - white.png
Goals

What are the goals?

Business Objectives

  • Increase product utilizations

  • Reduce average appointment check-in time

  • Increase sales per check-in

  • Optimize current IA, workflows, and UI to provide a better user experience

Success Metrics

🌟  Advisor utilization

🌟  Average check-in time

🌟  Sales per check-in

🌟  Adoption rate

Design Goals

P-EN_S2-Design Goals.png
Results

What are the results?

👻 Psst! If you are looking for "my process", click here 🕹

Metrics - As of May 2019, after 6 months of the pilot release

P-EN_S2-Results-Metrics.png

User Feedback in a nutshell

Our support agent told the users to go back to use the old version (Engage7) if they were having issues with the new version. Here is what they said:

P-EN_S2-Results-attaboy.png

Other feedback

P-EN_S2-Results-other feedback.png

Redesigned Experience - New vs Old

    Workbook    

NEW

OLD

    Search & Add Walk-ins    

NEW

OLD

    Check In    

NEW

OLD

    Walk Around    

NEW

OLD

    Services    

NEW

OLD

    Estimate    

NEW

OLD

    Delivery    

NEW

OLD

Process

What is the process?

UX Process Overview

P-EN_S3-Process Overview.png
Planning

Planning

P-EN_S3-Number 1.png

Internal stakeholder interviews​ to...

teams we interviewed:

  • Gather requirements and constraints

  • Define project scope, goals and vision

  • Come up with project plan and launching strategy

  • Engineering

  • Product

  • Marketing

  • Design System

  • Performance Management and Readiness

P-EN_S3-Number 2.png

Current product feature audit and journey & clickthrough map

Key Outcomes

What’s the vision and strategy?

  • Good customer experience first, “up-sell” second -- a better consumer experience, and help our dealership users to educate vehicle owners and sell more services

  • EngageNext must be scalable -- within Xtime product suite and to other Cox business units

  • EngageNext becomes THE advisor tool -- handle advisors day-to-day tasks in one platform

What are the goals and success metrics?

  • Increase product utilizations

  • Reduce average appointment check-in time

  • Increase sales per check-in

  • Optimize current IA, workflows, and UI to provide a better user experience

🌟  Advisor utilization

🌟  Average check-in time

🌟  Sales per check-in

🌟  Adoption rate

What is the overall plan?

  • Pilot release

    • No change in the backend, no new functionalities

    • Better workflow, IA, look and feel, etc

    • Analytics implementation: Need to be fully tagged

  • After Pilot before GA

    • Collect feedback through analytics and users, and iterate

    • Fix bugs

    • Build new features

How will UX team cooperate with other teams?

  • w/ Product team: sync often, work together to define IA and workflows

  • w/ Engineering team: involve ENG leads early at lo-fi wireframe stage and forward

  • w/ Design System team: [context: a WIP design system - no mobile design patterns defined, desktop patterns are being defined] our working agreement: Review design explorations with them often to ensure we are adhering to the existing patterns while also helping to grow the design system, and define the patterns that demand further explorations.

Research

Research

Qualitative Research: conducted 20+ interviews and 10+ contextual inquiries with customers & users to…

  • Understand and observe how they actually use the current product

  • Discover pain points

  • Listen to their asks

  • Look for new potentials and opportunities

Quantitative Research: We also looked at tons of Google Analytics data to…

  • Identify the most and least utilized areas/functions to determine the redesign focuses

  • Better understand user behaviors through data

What do our customers and users want with EngageNext?

A: See improvements on lane efficiency and advisor accountability,

    which coincides with the CSI score of the dealership

Key Insights

Then, how should we help them to get there?

1

Better Engagement - “The more you engage with the customer (vehicle owner), the better off you are”

  • EngageNext should empower advisors to be better at what they do

    • Know what the vehicle owner is coming in for

    • Know what has been done with their vehicles

    • Know what is coming up 

    • Help the vehicle owners to be in a better situation by suggesting services based on expertise and inspections without coming across as “up-sell”

  • ​EngageNext should accommodate both advisors’ and vehicle owners’ experience when sharing the tablet screens

2

Better Workflows

  • EngageNext should provide workflows that are both focused and flexible to help advisors to focus on their tasks without distraction, while also accommodate their different workings styles.

  • EngageNext should automate applicable workflows to increase efficiency

Better Performance

EngageNext should implement the newest technologies and tools to provide a steady performance to upgrade advisors’ “game”

3

4

Better Integrations

EngageNext should have better integrations with other Xtime products and DMS (Dealership Management System)

Low/No Learning Curve

5

EngageNext should be self-explanatory and require no training and ramp-up time to adopt

What are the areas that need to be improved?

  • Walk Around Tab media capture and attachment flow

  • Workbook and filters to help better focus on their job

  • Transportation Option Tab - position in the check-in flow

  • Customer info Tab - position in the check-in flow

  • Service Tab – more focused, and better assist “up-sell”

  • Estimate Tab – guided flow to help navigate and focus on each important tasks

  • Document printing and emailing – automated flow and sticky preference

  • New customer walk-in flow - easier and more straightforward workflow, and better integrations with OEM

Problem 1

Selected Problem

Redesign The Walk Around Inspection Experience

The Context

As a mandatory step by the dealership, Service Advisors use the “Walk-Around Tab” to perform the basic inspections around the vehicle and capture media to document vehicle conditions for liability purposes.

Problems with the old experience (E7)

It took 3-4 taps to just take one photo. Service Advisors are required to take at lease 4 photos per check-in, 

most take 10+ photos based on our interviews, observations and analytics data

So, that’s at least 30-40 taps to just finish the photo capture.

1-Problems-Quote.png

“Though it is required (by my boss), I barely use the functions in walk-around, it's just taking too long. To keep my customers (in-lane & waiting) happy,

I need to do check-in fast, and can’t waste time”

💔 Photo Capture: 3-4 taps to take only 1 photo

2-1-Old-Media Capture photo-95speed.gif

💔 Media Preview: close to none

2-2-Old-Media Preview.png

💔 Audio Capture: change orientation

2-3-Old-Media Capture audioMedia Capture audio.png

🤔 Layout: High usage on one, low on the other

How to make it better?

Improve efficiency! In more detail...

1

Better page layout and information architecture

2

Better media capture, preview and attachment experience

Ideation & Conceptualization

The big picture - First of all, we explored the Page Layout and Information Architecture

Version 1

Version 2

3.3-Version2.png

🏆

Version 3 - Winner

Early Idea Verification & User Testing

To verify if we are on the right track, we created a Low-Fi InVision Prototype. Then we reviewed with internal stakeholders and tested with dealership end-users.

4-Early Verification insights.png

Hi-Fi Wireframe Level Explorations

So, the “stacking layout” has been given the green light. We then started to explore each section in depth.

5-HiFi Exploration-Green Light.png

Explorations: Flat Car Area & Media Capture and Attachment

Explorations: Inspection Items 

Explorations: Photo Capture, Preview and Review

7 photo flowchart.png

(flowchart)

Explorations: Video Capture, Preview and Playback

7 video flowchart.png

(flowchart)

Explorations: Audio Capture, Preview and Playback

4 audio flowchart.png

(flowchart)

5.11-Hi-Fi Feedback.png

Final Design Deliverable (& Improvements Highlight)

Walk Around Tab

5.12-Deliverables-WalkAroundTab.png
  1. A more focused workflow: One-page layout with emphasis on the high usage functions

  2. Accessible & Upfront: One tap away for all media capture functions

  3. Clear and grouped media previews

Photo Capture, Preview and Review

  1. Continuous photo capture: brought down taps from 3-4 to 1 per photo capture

  2. Easy to navigate photo preview/review

Video Capture, Preview and Playback

  1. Clear distinction between previews: different shapes between video and photo preview thumbnails

  2. Chunky UI for target users: most of the service advisors have big hands

Audio Capture, Preview and Playback

  1. UI orientation remains: users don't have to rotate tablet anymore

  2. Motion graphics based on volume: provide instant feedback

  3. Design consistency: same playback UI component is shared between video and audio

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